Manager, Customer Support

🕒 vor 16 Tagen

🇺🇸 Vereinigte Staaten – Remote

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

💝 Kundenservice

🦅 H1B-Visum-Sponsor

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Coursedog

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

Gegründet 2018

📚 Bildung

☁️ SaaS

🤝 B2B

💰 €90.000.000 Private Equity Round - Coursedog im 2023-03

Education • SaaS • B2B

Coursedog ist eine intelligente Plattform für akademische Betriebsprozesse, die die Verwaltung von Zeitplänen, Curricula, Katalogen, Bewertungen und verwandten akademischen Prozessen in Hochschulen vereint. Das cloud-native SaaS-System synchronisiert sich in Echtzeit mit Studenteninformationssystemen und anderen Campus-Tools, um das Curriculum-Management, die akademische Zeitplanung, die Arbeitsbelastung der Dozenten, die Veranstaltungsplanung, Bewertungszyklen und die Katalogveröffentlichung zu optimieren. Coursedog wird von Hochschulen und Universitäten genutzt, um die Betriebseffizienz zu verbessern, den Erfolg der Studenten zu unterstützen, die digitale Modernisierung zu ermöglichen und Analysen sowie Workflow-Automatisierung im gesamten akademischen Betrieb bereitzustellen.

Beschreibung

• Be accountable for the Support Team’s KPIs, including ticket backlog, CSAT, Service Level Agreements, Average Resolution Time, AI/Automation deflection rate, self-service resolution rate and the consistent delivery of high-quality customer support experiences. • Own operations and upkeep of current Support Team tools (Salesforce, Jira, Notion). Partner with our Operations team to drive new AI/Automation functions to service customers and scale the support team. • Analyze Support Ticket volumes and quality trends to provide deeper insights into customer challenges and team performance. Identify upstream solutions and scalable process improvements that improve support quality, consistency, and ticket deflection. • Own the creation and ongoing management of onboarding plans for new Technical Support Analysts (TSAs), offering strong leadership and clear expectations, with a strong focus on quality, consistency, customer empathy, and AI/Automation scaling techniques. Support the VP, Technology Services with staffing recommendations for the team based on deployed customer forecasts. • Train and develop the team's technical expertise, product knowledge, and proficiency with AI/automation tooling. Offer ongoing training and deep-dive ticket reviews to drive faster, higher-quality resolutions. Establish quality standards and coaching practices that improve customer outcomes. Lead annual performance reviews. • Work closely with Product, Engineering, Customer Success, Data Engineering, and User Education to share insights and trends on current customer challenges. Partner cross-functionally to improve the quality and consistency of customer-facing experiences. Manage the rollout for large feature releases ensuring proper QA, documentation, and training. • Meticulously project manage the implementation and ongoing support of Coursedog’s global Customer Support team. Act as the point person for our third party vendor. • Champion the adoption and integration of AI-driven tools and automation solutions across the Support organization. Identify opportunities to leverage AI for workflow optimization, ticket deflection, agent enablement, customer self-service, and operational scalability while maintaining a high-quality customer experience. • Stay informed on emerging trends, technologies, and best practices within customer support and SaaS operations. Continuously evaluate new processes, tooling, and AI-enabled capabilities that improve team effectiveness, operational scalability, and customer satisfaction.

🎯 Anforderungen

• 3+ years leading a technical support team for an enterprise, high-growth organization • Proven track record in leading and scaling high-functioning Support teams • Strong experience with APIs and technical troubleshooting, enabling you to coach and mentor the Support team • Strong, hands-on experience with Support Team tools such as Salesforce, ServiceNow, etc • Hands-on experience deploying AI-enabled support capabilities in production (e.g., agent-assist, AI chatbots, intelligent routing, or automated deflection workflows), including vendor evaluation and driving adoption across a team • Demonstrated hands-on experience leveraging AI and automation solutions to improve support workflows, team efficiency, and customer outcomes • Excellent analytical and problem-solving skills, with a bias for action and a growth mindset • Deep familiarity with modern customer support platforms and operational tooling, with the ability to optimize processes and drive adoption across teams for quality and output • Proven success partnering cross-functionally with Engineering and Product teams to resolve complex technical issues and advocate for customer needs • Exceptional written and verbal communication skills, with the ability to build trust and communicate clearly with both internal stakeholders and external customers • Strong aptitude for continuous learning, with a demonstrated ability to quickly absorb new technologies, systems, and processes • Thrives in fast-paced, high-growth environments, with the adaptability to manage evolving priorities and scale support operations effectively • Not sure if you should apply? Research shows that women and people from underrepresented backgrounds are less likely to apply unless they meet every qualification listed. At Coursedog, we’re focused on finding the best person for the role, and that person may come from a non-traditional background. We encourage you to apply even if you don’t meet every requirement — our evaluation focuses on your ability to thrive in this role and make an impact.

🏖️ Vorteile

• Working at CoursedogHealthcare, Dental & Vision • We follow a fixed contribution model to ensure equity and transparency. Each employee receives the same annual dollar amount to allocate toward their medical, dental, and vision coverage. This empowers you to select the plan that best meets your needs — whether it’s a base-level plan or a more comprehensive option. • Depending on the selected coverage level, the company covers:** Employee only coverage: 99% to 65%** Employee Plus dependents: 77% to 50% • We proudly partner with Aetna and Guardian, and offer access to best-in-class wellness perks including: • Spring Health (mental health support) • XP Health (vision benefits) • Carrot Fertility (family planning) • One Medical (primary care) • We also support pre-tax savings through Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA). • Retirement PlanningTo support long-term financial health, we offer a 401(k) plan from day one of employment. • Beginning January 1, 2026, we’ll provide a 4% employer match on your annual salary (subject to federal limits) for employees contributing to a tax-advantaged retirement account. • Paid Time OffWe trust our employees to manage their time responsibly. That’s why we offer an unlimited Paid Time Off policy — because flexibility and balance are critical for sustained excellence and personal well-being. • Remote-First Since InceptionWe were built for distributed work. Our culture emphasizes flexibility over rigidity, outcomes over hours, and transparency over gatekeeping. We are committed to being a remote-first organization indefinitely, empowering you to work where and how you thrive best. • EquityAs a valued contributor to our collective success, you’ll participate in the upside. All employees are granted equity in the company, with vesting aligned to your role and tenure. Equity grants are reviewed and adjusted with promotions to reflect your evolving impact. • Paid Parental LeaveCoursedog supports all parents regardless of gender, family structure, or how you became a parent. All parents receive up to 6 weeks of Paid Bonding Leave at 100% of base pay following the birth, adoption, or foster placement of a child. Birthing parents receive an additional 6 weeks of Paid Medical Recovery Leave at 100% of base pay to support physical recovery following childbirth — for a total of up to 12 weeks of fully paid leave.